Urban Decay

Worst company return policy. My product was delivered without the foundation inside the compact case. Manufacturer issue. Customer service only offered a 20% off code to purchase another one.

I purchased this bronzer multiple times and it CRACKS every time when it has barely been used. I called Urban Decay and they said they will give me a $20 credit to use online. Not helpful as this is the only product of theirs that I use. And i have 2 unopened bronzers that I am now stuck with. Don't recommend their bronzer at all :(

I called Urban Decay to ask a simple question about exchanging a palette. The customer service agent was rude & condescending. She would not provide me information about my previous order & said I needed to remember. She then told me that I could not speak with a supervisor and that one would not call me back. There's more but I will never purchase again from this company. It's unfortunate because we have many of their products. All they needed to do was help me to keep me.

Ordered three pallets of Naked for Christmas presents. No where did it say No Returns. They split the orders and charged shipping to get around the $50 free shipping and then told me I have to go to Return policy to find out that the Free no questions asked return policy doesn't apply to this! What a horrible experience! READ ALL the fine print before placing an order!

While I was shopping the UD site with stuff in my cart, the Cyber Monday sale ended and everything went up. I was a loyal UD fan before that happened. Never using them again.

First of all, if you ever buy anything during a sale season or promotion–IT IS NOT RETURNABLE. However, they don't put that anywhere on your order or cart that it is effectively final sale, even though they brag about their "Love-it-or-leave-it-guarantee." It's a sham. I felt tricked into buying things I would NOT have bought if I had known it was final sale. I felt swindled and felt like they did not care. Sucker!

I've gotten spoiled by Sephora and Ulta. So I will never be shopping at Urbandecay.com ever again.

Also, their customer service reps are awful. "Elena" kept telling me it was my fault, that I was giving her the wrong order number, when she kept repeating the wrong numbers back to me...Just a terrible experience. You think they would put more effort into being more customer service oriented, but NOPE.

I placed an order on 11/21 with their early Black Friday deals for 3 eyeliners and the Honey Palette and it came with 5 sample items that I wanted. The order was everything I wanted but then they canceled without informing me. It's 11/29 today and I contacted customer service to ask why my order hasn't been shipped only to find out it's been canceled because they ran out of stock on the palette. The customer service chat agent told me to reorder it and didn't even know it was out of stock and not possible. My credit card still has the order in pending transactions. I tried buying 4 eyeliners instead to make the $60 minimum for the 5 samples again and now the samples are different and I don't want these samples because I already own them all. And I can't ship it to the same address because I will be across the country next week. I asked multiple times if anything can be done or if I can speak to a manager. She said there's nothing she can do and to call their customer service number. I've been on hold for over 45 minutes and no ring tones or call waiting music. I asked if I can give them my number for someone to call me back and she said there is no guarantee. If they had told me my order was canceled, I would have immediately replaced the order and I would have had all the products I wanted. It's very frustrating and unprofessional service. I don't find their service reliable. Urban Decay, you should let us know when you cancel our orders. How else would we know, I would have been waiting for my package forever.

Awful awful awful awful customer service was sent a broken eye shadow pallete- was asked to send the photos. Did everything only to be advised to send it back for a refund or replacement! I am shielding with a new born baby and now have the huge inconvenience and risk of travelling to a post office to send this though. This company is a shamble! Do not buy from them. They have the worst customer service!

Wish I could give zero stars! Worst customer service ever and their products have gone down hill as well! Only shipped half my order and didn't want to replace it. They said had been happening frequently. Tried to charge me more for a replacement and wasted hours of my time on hold. Never called back as advised. They are horrible.

I usually, don't write a review in regard to products that I purchase for my wife. This experience with Urban Decay has been absolutely horrible. The customer service was unbearable, the fact that their customer service representatives have no information or the ability to assist you is a joke. I place my order on June 12,2020. They cancelled my order on June 15,2020 saying I cancelled it. I called on the 16,2020. They then stated that it was cancelled due to my address and would not refund my money for 30 days. They said I used a Bank. I actually used PayPal. I asked for a supervisor know one was available. They said they would call back, they never did. I have called back again and now they are saying I cancelled the order, then it was PayPal cancelled the order. Still can not get a supervisor on the phone. The wait time is been hours long. Do not buy any products from Urban Decay. They are not prepared at this time to handle the current working situation and do not have the platform in place to actually get orders out in a timely manner.

Had 5 orders and not one of them came with a return label. I had to call their CS and they were awrful. They told me too bad and I would have to pay for 5 different return labels to return the items. The CS Supervisor was so rude and condencending I also hate their new makeup base. I will never buy from their online store again. I just wasted $50 to ship the orders back. They lie, because they state on their website that they provide free return labels. They could have easily sent one to me. Done with them

I get this present for my step mom because we really enjoy the product. I'm getting the product we realized it wasn't the size we wanted. I then spoke to a representative and was told to send it back and I would get a refund that I would be able to spend on another product. After about a month I had not received my refund, I then called and they told me that they are unable to give me the refund. I then asked why and they couldn't give me an answer. I finally came to terms with it and just told them to send the product I sent back but they told me they're not able to with no explanation. The product cost me $36 which maybe doesn't sound like a lot but it is especially with everything going on around the world. I am extremely disappointed and upset at the way this was handled.

Read all... Please be warned don't trust that they care about their customers. I purchased make up gift set that was to include a Naked3 Eyeshadow pallette (value of $54)... thought ok I'll do the gift set to try some of their other products. When I recieved the box the pallette was not in the box but an extra free product (approx $2 value) was making the number count right. I reached out to customer service and explained. The customer service rep said I needed to send pictures. So I did. Heard nothing for 3 weeks. Sent another email. Then I get a response back saying it is out of stock and that they would be refunding my money. 10 days later $14.97 showed up on my account. I would of rather had the option to wait and have them send it when it was back in stock. Not a choice. When this happen I had surgery so was out of com
Commission for week. I sent another email asking to return
Everything because it was not products I was willing to pay the cost of them since the $54 pallette was not part of the package and cause the other item of lesser value cost more. They sent an email on the 60th day and said that I could not return them. I called explained what I had went through... they would not take them back but would honor the Platte price for the money return... great... nope. I would have to pay full price and then send an email requesting them to honor the other price... really why couldn't they honor the price and not go through all of this again to potentially find out they would not honor it. Not doing it don't trust them after what I had to do the last 2 months and it ends like this. Really think before you buy anything from Urban Decay...

This palette is a soft case FYI. My product came damaged because it is not in a hard case. It must have been dropped in transit because the colors are loose or have fallen out. I have sent Urban Decay pictures of the damage as they requested and they are saying it does not prove the enough damage! They are choosing not to believe that their product is damaged and not do the right thing and send me a new product! Poor customer service. I also bought the honey which came in perfect condition so again I am assuming because this one is not protected by a hard case it gets damaged in transit and they will not replace it. This makeup is too expensive to waste your money to not have the company not do the right thing.

Ordered from urban decay on Black Friday. Was charged the following day and told my items shipped. After 6 phone calls with 4 kids at home. I finally got told 4 days before Christmas that I won't be getting my order in time. After I was told a loss prevention team would contact me but never did. Then to have half my items cancelled that I had already paid for and was not told were being cancelled after they told me they reshipped the entire order because it was lost/stolen?! No sorry? No gift card for my inconvenience? No coupon? Nothing literally NOTHING! Except an order that was shipped a month in advance that won't be here for Christmas and also half cancelled? I'm super understanding and was kind to everyone I spoke to, but at this point I'm really disgusted with the company. Hopefully someone reaches out about my reviews. I might be calling corporate otherwise.

I had a problem with one of my orders, called in immediately when they opened, was told it was fine and they would fix it when it arrived since it had gone through processing, and to call back. I called back and was told they didn't have any notes on the account and wouldn't honor the previous reps promises, even though they were recorded. I then asked for a supervisor, placing 17 calls to their office and 2 to their corporate office, asking for ANY supervisor to call me back. This was at the beginning of June, still never received a callback. I finally had to dispute the charges with my bank and have the whole transaction reversed. The only time their service is good is if you do NOT have ANY product issues. They don't fix any of them. Buyer beware!

I ordered the naked heat 3 palette beginning of September. Their phone number doesnt work and they have not replied to emails! So basically Ive been robbed!

Ordered some make-up in August, still haven't received anything and it's almost end of September. Tried e-mails and calls, nothing happened. I'm still waiting for the products, so disappointing and never ever going to buy from UR. You guys should do better when it comes to customer service.

We learned about this case in law school.
Urban Decay was started by 2 friends in a kitchen. One friend had the actual idea for the company, came up with the names, worked thousands of hours with no pay doing all the actual work of the company, the other put up the money. Guess which one screwed the other over and took control of the business, claiming it as her own brainchild and stealthily forcing the other one out? Yep, the rich, entitles one.
I will NEVER buy Urban Decay.
No scruples, no morals.
Read the case yourself: Holmes v Lerner, 74 Cal. App. 4th, 442.

Be careful with your online orders, if there is a problem and you send them a message you never hear back. I ordered online over a month ago. Got a notification that my order was shipped and it has now been three weeks and still nothing. Finally got a hold of someone and have been told that the shipping label was printed but never shipped, even though I was given a delivery date of 5-27-2020 which never came, and the delivery date was changed to still calculating. They tried to claim that it was a UPS problem and error even though she clearly said that the label was printed but never shipped. There are some serious problems when it comes to this company. And wanting to point fingers and not just take accountability. Sad part, I was so excited for this product that I will never get. Never ordering anything from them again. I will just get my make up elsewhere and tell all my friends of all the problems that I have been having as well. They will be getting their make up elsewhere too. Thanks for the worse experience I have ever had with online ordering. Katie with Customer Service was ZERO help and told me it would take 30 days for my refund. ZERO ACCOUNTABILITY

I've purchased an eyeshadow palette on the 23th and my order still hasn't been shipped as of today, the 31th. They don't answer my mails. Worst service!

Placed an order 11/25/2017. As of today, 12/4/2017, it is still showing as "processing" on the website. Customer service is "so sorry" but doesn't offer an ETA or any sort of compensation for the slow slow processing/shipping time. I have asked for the order to be cancelled but have not as yet received a response.

Honestly I was excited on trying this. But after hours in, I was red as a tomato and broke out. Now I don't even want to see the light of day! Thank you! But no thanks